@incollection{,
	
					
					
					F9A7D71A45342372B9E7B831F7EC8DBE
				,
	author={{NwonyeChukwunoso} and {University of Port Harcourt, Port Harcourt, Nigeria}},
	journal={{Global Journal of Computer Science and Technology}},
	journal={{GJCST}}0975-41720975-435010.34257/gjcst,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}13102946
}

@book{b0,
	
	
		,
	title={{}}
		,
	author={{
			AdanIJacques
		} and {
			RQueueing Theory
		}}
		
		
			,
	year={2002}
			,
	address={Eindhoven, Netherlands}
		
	

}

@book{b1,
	
	
		,
	title={{Product-Form in Queueing Networks}}
		,
	author={{
			RBoucherie
		}}
		
			,
	year={1992}
			,
	address={Amsterdam, The Netherlands}
		
		
			Free University
		
	
	,
	note={Ph.D. Thesis}

}

@book{b2,
	
	
		,
	title={{Queueing networks and Markov chains: modeling and performance evaluation with computer science applications}}
		,
	author={{
			GBolch
		} and {
			SGreiner
		} and {
			HDe Meer
		} and {
			KSTrivedi
		}}
		
		
		
		
			,
	year={1998}
			,
	publisher={Wiley Interscience}
			,
	address={New York, NY, USA}
		
	

}

@incollection{b3,
	
	
		,
	title={{Dimensioning large call centers}}
		,
	author={{
			SBorst
		} and {
			AMandelbaum
		} and {
			MReiman
		}}
		
		
	
	
		,
	journal={{Operations Research}}
		
			52
			
			,
	year={2004}
		
	

}

@book{b4,
	
	
		,
	title={{Fundamentals of queueing networks: performance, asymptotics and optimization}}
		,
	author={{
			HChen
		} and {
			DYao
		}}
		
		
			,
	year={2001}
			,
	publisher={Springer-Verlag}
			,
	address={New York}
		
	

}

@book{b5,
	
	
		,
	title={{Introduction to Queueing Theory}}
		,
	author={{
			RCooper
		}}
		
			,
	year={1981}
			,
	address={North-Holland, New York}
		
	

}

@incollection{b6,
	
	
		,
	title={{Telephone call centers: Tutorial, review, and research prospects}}
		,
	author={{
			NGans
		} and {
			GKoole
		} and {
			AMandelbaum
		}}
		
		
	
	
		,
	journal={{Manufacturing and Service Operations Management}}
		
			5
			
			,
	year={2003}
		
	

}

@book{b7,
	
	
		,
	title={{Introduction to Queueing Theory}}
		,
	author={{
			BGnedenko
		} and {
			IKovalenko
		}}
		
		
			,
	year={1968}
			,
	publisher={Birkhauser Boston Inc}
			,
	address={Cambridge, MA}
		
	

}

@book{b8,
	
	
		,
	author={{
			DonaldGross
		} and {
			JohnFShortle
		} and {
			JamesMThompson
		} and {
			CarlMHarris
		}}
		
		
		
		,
	title={{Fundamentals of Queueing Theory}}
				New York, NY
		
			,
	publisher={Wiley}
			,
	year={1998}
		
	

}

@incollection{b9,
	
	
		,
	title={{}}
		,
	author={{
			LKleinrock
		}}
	
	
		,
	journal={{Queueing Systems}}
		
			1
			,
	year={1975}
			,
	publisher={Wiley}
		
	

}

@incollection{b10,
	
	
		,
	title={{Queueing models of call centers: An introduction}}
		,
	author={{
			GKoole
		} and {
			AMandelbaum
		}}
		
	
	
		,
	journal={{Annals of Operations Research}}
		
			113
			
			,
	year={2002}
		
	

}

@book{b11,
	
	
		,
	title={{Call centers (centres) research bibliography with abstracts}}
		,
	author={{
			AMandelbaum
		}}
		
			,
	year={May 4, 2006}
			7
			,
	address={Technion, Haifa, Israel}
		
	
	,
	note={Tech. rep.}

}

@incollection{b12,
	
	
		,
	title={{The Palm/Erlang-A queue, with applications to call centers}}
		,
	author={{
			AMandelbaum
		} and {
			SZeltyn
		}}
		
	
	
		,
	booktitle={{Service Engineering Lecture Notes}}
		
			,
	year={2004}
		
	
	,
	note={Tech. rep}

}

@book{b13,
	
	
		,
	title={{Stochastic Processes. Second Edition}}
		,
	author={{
			SMRoss
		}}
		
			,
	year={1996}
			,
	publisher={Wiley Inc}
			,
	address={New York}
		
	

}

@book{b14,
	
	
		,
	title={{Introduction to Probability Models}}
		,
	author={{
			SMRoss
		}}
		
			,
	year={2011}
			,
	publisher={Academic Press}
		
	
	,
	note={Tenth Edition}

}

@incollection{b15,
	
	
		,
	title={{Performance analysis of a call center with interactive voice response units}}
		,
	author={{
			RSrinivasan
		} and {
			JTalim
		} and {
			Wang
		} and {
			J
		}}
		
		
		
	
	
		,
	journal={{TOP: An Official Journal of the Spanish Society of Statistics and Operations Research}}
		
			12
			
			,
	year={2004}
		
	

}

@book{b16,
	
	
		,
	title={{Call centres with balking and abandonment: from queueing to queueing network models}}
		,
	author={{
			ZhidongZhang
		}}
		
			,
	year={2010}
			,
	address={Saskatoon, Saskatchewan}
		
		
			University of Saskatchewan
		
	
	,
	note={Ph.D. Thesis}

}